Following the 5 R’s of Customer Loyalty Will Enable Your Company to Attract and Keep Customers for Life

Ensure Your Company is Customer R-Reliable

Top Steps to Ensuring Your Company is R-Reliable

The First “R” of Customer Loyalty Is Setting High Quality Customer Standards (External) and Goals (Internal) and then Delivering on that Customer Promise for Each and Every Customer Interaction as well as the overall & long-term customer relationship

Example of How a Company Demonstrates Customer R-Reliability

Example of How a Company Demonstrates Customer R-Reliability (continued)

Ensure Your Company is Customer R-Responsive

Top Steps for Your Company to Become Customer R-Responsive

The 2nd “R” of Customer Loyalty Is Ensuring That Customer’s Expectations Are Met: Needs, Concerns, Quality, Cycle Time Expectations, etc.

Example of How a Company Demonstrates Customer R-Responsiveness

Example of How a Company Demonstrates Customer R-Responsiveness (continued)

Ensure Your Company is Customer R-Recognizable

Top Steps for Your Company to Become Customer R-Recognizable

The 3rd “R” of Customer Loyalty Is Ensuring That Your Brand and Company has Distinctive and Positive Characteristics such that it drives positive emotions (driving repeat business, customer referrals, word-of-mouth adverting, etc.

Example of How a Company Becomes Customer R-Recognizable

Example of How a Company Becomes Customer R-Recognizable (continued)

Ensure Your Company is R-Relationship Oriented

Top Steps for Your Company to Become Customer R-Relationship Oriented

The 4th “R” of Customer Loyalty Is Ensuring That Your Brand and Company develops a high quality and mutually beneficial relationship with your customers based on mutual respect, customer insights, an ongoing and open dialogue and a model that encourages a partnership between your brand & company and your customers

Example of How a Company Demonstrates That It Is Customer R-Relationship Oriented

Example of How a Company Demonstrates That It Is Customer R-Relationship Oriented (continued)

Ensure Your Company is Customer R-Rewarding

Top Steps for Your Company to Become Customer R-Rewarding

The 5th “R” of Customer Loyalty Is Ensuring That Your Brand and Company rewards mutually beneficial customer behavior (greater share of wallet, spend, brand partnership activities, etc.) such that it drives further and longer-term customer loyalty.

Example of How a Company Demonstrates Customer R-Rewarding

Example of How a Company Demonstrates Customer R-Rewarding (continued)

Is Your Company Ready to Take the 5 “R” Pledge?

SUMMARY: If you take the pledge above to adhere to the 5 R’s of customer loyalty, you will enhance your ability to attract and retain customers for life. Key to this is developing the capabilities to be best in class for each “R” and ensuring that you are (cost effectively) maintaining a major qualitative advantage in each customer R vs. your competitors.